Experienced Customer Success Manager – East Coast/Central Time Zone

At arenaflex, our mission is to revolutionize the way companies engage with their employees, fostering a culture of inclusivity, innovation, and growth. As a leading provider of intelligent communication platforms, we empower organizations to connect with their workforce, drive employee experience, and unlock business success. With a global presence and a customer base that includes 40 of the Fortune 100 companies, we're on a mission to make work better for every worker. Joining arenaflex means joining a movement that's transforming the way companies interact with their employees. Our employees are experts in the employee experience, workforce communications, and technology, working together to create a better future for work. As a Customer Success Manager, you'll play a critical role in driving long-term success for our Enterprise customers, ensuring they achieve their goals and maximize the value of our platform.

Our Values

At arenaflex, we believe that every employee is an owner, responsible for driving progress and innovation. We're a team that's committed to helping our coworkers and customers thrive, and we see change as a catalyst for improvement. Our values are at the heart of everything we do, guiding our decisions and actions as we strive to make a positive impact on the world.

The Customer Success Manager Role

As a Customer Success Manager, you'll be responsible for guiding assigned customers through their journey with arenaflex, ensuring they meet predefined milestones and achieve positive business outcomes. You'll collaborate with customers to create actionable plans and prescriptive tasks, providing guidance and support throughout the journey. Your expertise will be critical in executing predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success.

Key Responsibilities

* Guided Customer Journey Management: Guide assigned customers through the customer journey, ensuring they meet predefined milestones and positive business outcomes.

• Trigger Response and Play Execution: Monitor customer progress and health for triggers indicating potential deviations from the journey goals or risk of churn. Execute predefined plays in response to specific triggers, such as proactive outreach, additional training, or escalation to internal teams, to mitigate risks and realign customers toward success.
• Cross-functional collaboration and Account Risk Escalation Management: Work closely with internal teams (e.g., Support, Engineering, and Product) to coordinate customer activities and ensure a seamless experience throughout the journey. Escalate and manage complex customer issues, facilitating resolution and ensuring customer satisfaction.
• Value Optimization and Customer Enablement: Partner with Business Value Consultants to iterate on the blueprint for success, evolving business objectives, and actionable steps throughout the customer journey. Provide ongoing education and enablement to empower customers to leverage arenaflex to its fullest potential, driving long-term success and maximal value.
• Renewal Rate Focus: Work to ensure high customer satisfaction, health, and overall success to drive renewals and positively impact the Gross Retention Rate (GRR). Coordinate with the Account Management team to facilitate smooth renewals and identify expansion opportunities, fostering long-term customer relationships and loyalty.

You May Have

* Bachelor's Degree in Business Administration, Communications, or similar field of study, or commensurate professional experience.

• Three or more years of experience in customer-facing roles in Customer Success or Professional Services within a B2B SaaS company.
• Operational knowledge of internal communication and HR technology domains, including Microsoft 365, Sharepoint, Teams, Intranets, HRIS like Workday, PeopleSoft, and other systems like SSO.
• Demonstrated ability to manage individual and engagement-wide scope of work.
• Prior experience successfully supporting customers with onboarding, renewals, and expansion processes.
• A proven track record of meeting with senior management and executives as the subject matter expert.
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues.
• Ability to collaborate internally with multiple teams and be the voice of the customer.
• Strong project management skills and proven ability to execute against a defined methodology and deliver projects within scope, budget, and timeline.

Additional Information

* Firstup expects the base salary for this role to be between $70,000-$113,000. The starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

• arenaflex is committed to providing equal employment opportunities to all applicants for employment and to all employees, without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, protected disability, veteran status, or any other protected status in accordance with applicable federal, state or local laws.

Why arenaflex?

Because you care – about people, the work you do, and the connections you make. Work is such a large part of life; it only makes sense to make it awesome. If you want to engage brilliant minds in a high-growth and inclusive environment where ideas are rewarded regardless of who they come from, join us. This is a rapidly changing space so if you thrive on ambiguity, are hungry for a challenge, and have the guts to speak your mind, you could be a perfect fit. We offer an excellent PTO program, great health benefits, a casual and friendly environment, remote work, and a leadership team who truly believes in your growth – both personally and professionally. arenaflex is a place where you can grow, learn, and make a real impact on the world.

How to Apply

If you're passionate about customer success and want to join a movement that's transforming the way companies engage with their employees, apply now to become a Customer Success Manager at arenaflex. Apply for this job